Comments on: Customer Support On The Internet Revisted http://www.shoemoney.com/2008/02/11/customer-support-on-the-internet-revisted/ By Jeremy Schoemaker Tue, 16 Mar 2010 08:19:50 +0000 http://wordpress.org/?v=2.9.2 hourly 1 By: How to generate traffic for your blog | Koka Sexton http://www.shoemoney.com/2008/02/11/customer-support-on-the-internet-revisted/#comment-60417 How to generate traffic for your blog | Koka Sexton Wed, 02 Apr 2008 22:40:09 +0000 http://www.shoemoney.com/2008/02/11/customer-support-on-the-internet-revisted/#comment-60417 [...] online” niche you have a lot to draw from. You should also know who the major players are. ShoeMoney, DoshDosh, John Chow, BloggingExperement, John Cow are just a few of the hundreds of quality sites [...] [...] online” niche you have a lot to draw from. You should also know who the major players are. ShoeMoney, DoshDosh, John Chow, BloggingExperement, John Cow are just a few of the hundreds of quality sites [...]

]]> By: Bonus Ringtones http://www.shoemoney.com/2008/02/11/customer-support-on-the-internet-revisted/#comment-55603 Bonus Ringtones Thu, 28 Feb 2008 08:54:19 +0000 http://www.shoemoney.com/2008/02/11/customer-support-on-the-internet-revisted/#comment-55603 honestly investing in actually have a system that is almost fail proof means in the long run you save money instead of having 100 people answering emails and phone calls all day. Of course theres always gonna be problems but instead try to have a preventive measure in place instead of letting it fall on customer service issues or even creating a more advanced customer support service honestly investing in actually have a system that is almost fail proof means in the long run you save money instead of having 100 people answering emails and phone calls all day. Of course theres always gonna be problems but instead try to have a preventive measure in place instead of letting it fall on customer service issues or even creating a more advanced customer support service

]]> By: oakling http://www.shoemoney.com/2008/02/11/customer-support-on-the-internet-revisted/#comment-54058 oakling Sun, 17 Feb 2008 01:26:56 +0000 http://www.shoemoney.com/2008/02/11/customer-support-on-the-internet-revisted/#comment-54058 I agree about the customer service part at least. Even when I need technical support, I go online first to look for written documentation, tips, bulletin boards where other users have shared their experiences - something written. My first instinct when I'm trying to find out why my Roomba isn't vacuuming right all of a sudden is to hit the internet and see what other people have said or if the company has any troubleshooting info on their website - not to call the company, which seems like a huge hassle. Of course, part of the reason it seems like such a huge hassle is that I've experienced such horrible customer support from big companies like SBC, AT&T, and DishNetwork over the years, over the phone, and now when I have to call anyone for support I anticipate hours of being transferred to the wrong person, having to slowly explain the problem over and over, and most of all, being given completely contradictory information by a series of different people because the company hasn't bothered to train anyone to know what my options really are. I agree about the customer service part at least. Even when I need technical support, I go online first to look for written documentation, tips, bulletin boards where other users have shared their experiences – something written. My first instinct when I’m trying to find out why my Roomba isn’t vacuuming right all of a sudden is to hit the internet and see what other people have said or if the company has any troubleshooting info on their website – not to call the company, which seems like a huge hassle. Of course, part of the reason it seems like such a huge hassle is that I’ve experienced such horrible customer support from big companies like SBC, AT&T, and DishNetwork over the years, over the phone, and now when I have to call anyone for support I anticipate hours of being transferred to the wrong person, having to slowly explain the problem over and over, and most of all, being given completely contradictory information by a series of different people because the company hasn’t bothered to train anyone to know what my options really are.

]]> By: Michelle Greer http://www.shoemoney.com/2008/02/11/customer-support-on-the-internet-revisted/#comment-53328 Michelle Greer Wed, 13 Feb 2008 21:33:05 +0000 http://www.shoemoney.com/2008/02/11/customer-support-on-the-internet-revisted/#comment-53328 Agreed with Stephane Grenier. It depends what you sell. While I agree that an ISP is an ISP to most people, if I depend on my internet service to make me money, you better believe I am going to shell out more for decent customer support. That is why companies like Dell offer Express Tech Support and Time Warner Cable offers Business Class. Some people lose a lot of money if they don't get support right away. If a person makes an average of $500 an hour and has to spend an hour researching a product because the seller has good service but not good support, it very well may be cheaper for that person to just spend more money to get the seller who will actually hold their hand and do the work for them. It's all a matter of identifying if you are a cost leader, a service leader, or a provider of a rare or hard to find good. Agreed with Stephane Grenier. It depends what you sell. While I agree that an ISP is an ISP to most people, if I depend on my internet service to make me money, you better believe I am going to shell out more for decent customer support. That is why companies like Dell offer Express Tech Support and Time Warner Cable offers Business Class. Some people lose a lot of money if they don’t get support right away.

If a person makes an average of $500 an hour and has to spend an hour researching a product because the seller has good service but not good support, it very well may be cheaper for that person to just spend more money to get the seller who will actually hold their hand and do the work for them.

It’s all a matter of identifying if you are a cost leader, a service leader, or a provider of a rare or hard to find good.

]]> By: ngkong http://www.shoemoney.com/2008/02/11/customer-support-on-the-internet-revisted/#comment-53142 ngkong Wed, 13 Feb 2008 01:36:24 +0000 http://www.shoemoney.com/2008/02/11/customer-support-on-the-internet-revisted/#comment-53142 good point... good service + cheap price + good product. support is just wasting time... good point… good service + cheap price + good product. support is just wasting time…

]]> By: tech support agent http://www.shoemoney.com/2008/02/11/customer-support-on-the-internet-revisted/#comment-53087 tech support agent Tue, 12 Feb 2008 19:59:29 +0000 http://www.shoemoney.com/2008/02/11/customer-support-on-the-internet-revisted/#comment-53087 I live in the Philippines. I've been working in call center for about 6 years now and supporting Americans. I worked as tech support agent in one of the most selling computers in US and currently working as support team of tech support of a DIAL-UP connection. Common customer bloopers are they refer Microsoft I.E. as microwave I.E. and FireFox as FoxFire. :) One more thing is they thought the modem is their CPU. It's really hard to give instructions especially if they are not computer savvy. Based on my experience I believe SOME still need customer support. A simple click on the start button is very hard for them to understand. If your customer doesn't know how to connect the internet, how will you apply your "good customer service and online documentation" to them? I live in the Philippines. I’ve been working in call center for about 6 years now and supporting Americans. I worked as tech support agent in one of the most selling computers in US and currently working as support team of tech support of a DIAL-UP connection. Common customer bloopers are they refer Microsoft I.E. as microwave I.E. and FireFox as FoxFire. :) One more thing is they thought the modem is their CPU. It’s really hard to give instructions especially if they are not computer savvy.

Based on my experience I believe SOME still need customer support. A simple click on the start button is very hard for them to understand. If your customer doesn’t know how to connect the internet, how will you apply your “good customer service and online documentation” to them?

]]> By: Richard Rinyai http://www.shoemoney.com/2008/02/11/customer-support-on-the-internet-revisted/#comment-53060 Richard Rinyai Tue, 12 Feb 2008 17:51:36 +0000 http://www.shoemoney.com/2008/02/11/customer-support-on-the-internet-revisted/#comment-53060 I think the main issue is that there aren't enough mom and pop companies around to be able to provide good service. Even if there were, the "monopolies" would buy them out or crush them all together. I guess people are really looking to save that extra buck over getting better service. Thanks, Richard Rinyai www.theprofessionalassistant.net I think the main issue is that there aren’t enough mom and pop companies around to be able to provide good service. Even if there were, the “monopolies” would buy them out or crush them all together.

I guess people are really looking to save that extra buck over getting better service.

Thanks,

Richard Rinyai
http://www.theprofessionalassistant.net

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